Technical Support Analyst at Global Payments

Zagreb, Croatia

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Payments, Financial ServicesIndustries

Requirements

Previous experience of working in an IT support role and customer service role
Working knowledge of Microsoft Windows and MAC client operating systems as well as various software packages including Microsoft Office and GSuite
Ability to demonstrate practical troubleshooting and problem analysis techniques
Good attention to detail and ability to show initiative, plan and prioritise workload without supervision
Ability to prioritise, manage and perform under pressure to meet SLAs
Excellent knowledge of Customer Service best practice
Ability to take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes

Responsibilities

Provide end-user support in the installation, configuration, troubleshooting and maintenance of all technologies located within assigned office or region including laptop and desktop, printers, cell phones and peripherals
Provide local support for IT changes, requests and incidents raised through the Service Desk
Manage and support the Global Payments IT infrastructure
Have a good understanding of GSuite applications, Bettercloud and other Cloud Technologies
Administer and manage access to both internal and external applications as appropriate
Perform day-to-day auditing functions and support PCI activities to maintain the ROC and maintain inventories as required
Manage own workloads and meet project commitments
Assist in the implementation of technical IT projects and Business Initiatives and assist Service Desk/NOC in the support of business solutions
Provide “smart-hands” for installing, maintaining/upgrading and decommissioning of infrastructure systems such as switches, routers, Wi-Fi and servers
Manage corporate MDM solution and mobile device – Troubleshooting and resolving problems relating to applications, emails, contacts, calendar and data
Understand and support VPN issues and manage LogMeIn Rescue facilities and MDT by updating and deploying build images
Coordinate BCP activities between GP and SunGard
Provide support to other GPN sites as and when necessary
Contribute to the development of standards and procedures
Establish and maintain positive working relationships between corporate business units and our technology partners
Interact with third-party software suppliers to perform problem resolution and enhancement
Manage and understand office network cabling
Provide documentation to support the appropriate use of corporate technology solutions
Participate and assist in planning and performing user relocations
Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary